Refund & Cancellation Policy

1. Overview

At Ganpati Enterprises, we strive to ensure complete customer satisfaction with our handcrafted sculptures. This Refund and Cancellation Policy outlines the terms and conditions for order cancellations and refund processing. We understand that circumstances may change, and we aim to be fair and transparent in our policies.

2. Order Cancellation Policy

2.1 Standard Orders (Ready-made Sculptures)

• Cancellation Period: Orders can be canceled within 24 hours of order confirmation
• Full Refund: 100% refund if canceled within 24 hours
• After 24 Hours: Cancellation subject to 25% processing fee if sculpture preparation has begun
• Shipped Orders: Cannot be canceled once shipped, but return policy applies

2.2 Custom Sculptures

• Design Phase: Can be canceled with 15% consultation fee before production begins
• Production Started: Cannot be canceled once clay work commences
• 50% Completion: No cancellation allowed; customer must accept delivery
• Design Changes: Allowed before production with potential additional charges

2.3 Temple Installations

• Planning Phase: Can be canceled with 20% consultation and planning fee
• Material Ordered: Customer responsible for material costs incurred
• Installation Begun: Cannot be canceled; full payment required
• Site Preparation: Customer pays for any site preparation costs

3. Refund Eligibility

3.1 Eligible for Full Refund

• Manufacturing defects or damage not visible in pre-shipping photos
• Significant deviation from approved design specifications
• Damage during shipping (with photographic evidence)
• Wrong item shipped (different from order confirmation)
• Order canceled within eligible timeframe

3.2 Partial Refund Scenarios

• Minor deviations from specifications (50-75% refund based on impact)
• Customer dissatisfaction with agreed design (no refund for labor, material costs refunded)
• Late cancellation requests (subject to processing and preparation costs)
• Change of mind after design approval (consultation fees non-refundable)

3.3 Non-Refundable Items

• Custom sculptures delivered as per approved specifications
• Sculptures damaged after delivery due to customer handling
• Orders where customer was unavailable for delivery multiple times
• Sculptures used for festivals or ceremonies (eco-friendly only)
• Shipping and handling charges (unless we are at fault)

4. Return Process

4.1 Initiating a Return

• Contact Time: Must contact us within 48 hours of delivery
• Required Information: Order number, reason for return, photographic evidence
• Return Authorization: Wait for return authorization before shipping back
• Original Packaging: Use original packaging materials when possible

4.2 Return Shipping

• Our Fault: We arrange and pay for return shipping
• Customer Request: Customer bears return shipping costs
• Insurance: All returns must be fully insured
• Packaging: Proper packaging required to prevent damage

4.3 Return Inspection

• Returned items inspected within 3-5 business days
• Customer notified of inspection results
• Refund processed if return meets policy requirements
• Items in unsellable condition may result in partial refund

5. Refund Processing

5.1 Processing Timeline

• Approval to Processing: 2-3 business days after return approval
• Bank Transfer: 3-5 business days
• Credit/Debit Cards: 5-7 business days
• UPI/Digital Wallets: 1-2 business days
• Cash Refunds: Immediate (for local customers)

5.2 Refund Methods

• Refunds processed using the same payment method as original purchase
• Bank account details required for cash payments
• Refund confirmation sent via email and SMS
• Tracking reference provided for all electronic refunds

6. Special Circumstances

6.1 Festival Season Orders

• Rush orders during festival seasons have stricter cancellation policies
• Eco-friendly festival idols cannot be returned after use
• Express delivery charges are non-refundable during peak seasons
• Priority given to damage claims during festival periods

6.2 Damaged in Transit

• All shipments are insured against damage or loss
• Photographic evidence required within 24 hours of delivery
• Replacement sculpture prioritized over refund when possible
• Express replacement available for urgent requirements

6.3 Force Majeure Events

• Natural disasters, strikes, or unforeseen circumstances may delay delivery
• Full refund available if delivery impossible due to force majeure
• Timeline extensions offered when possible
• Alternative arrangements discussed case-by-case

7. Replacement Policy

7.1 When Replacement is Offered

• Manufacturing defects discovered upon delivery
• Damage during shipping (with evidence)
• Wrong item delivered
• Significant deviation from specifications

7.2 Replacement Process

• Replacement prioritized over refund when feasible
• Expedited production for replacement sculptures
• No additional charges for eligible replacements
• Express shipping provided for urgent replacements

8. Customer Responsibilities

8.1 Before Requesting Refund/Return

• Contact our customer service team first
• Provide clear explanation of the issue
• Share photographs showing any defects or damage
• Allow us opportunity to resolve the issue amicably

8.2 Return Packaging Requirements

• Use adequate packaging to prevent further damage
• Include all original accessories and documentation
• Obtain tracking and insurance for return shipment
• Keep proof of return shipping for records

9. Dispute Resolution

9.1 Internal Resolution

• Most disputes resolved through direct communication
• Senior management review for complex cases
• Master artisan consultation for quality disputes
• Photo/video evidence review for damage claims

9.2 External Resolution

• Mediation available for unresolved disputes
• Consumer court jurisdiction in Rajasthan
• Good faith effort required from both parties
• Documentation required for all claims

10. Refund Exceptions

The following situations are not covered under our refund policy:

• Change of mind without valid reason after design approval
• Damage caused by improper handling or installation
• Natural wear and tear after normal use
• Sculptures used for intended purpose (eco-friendly festival idols)
• Delays due to customer unavailability or incorrect address
• Minor color variations due to natural materials
• Dissatisfaction with traditional design elements

11. Contact for Refunds and Returns

For all refund and return requests, please contact us immediately:

12. Required Information for Refund Requests

When contacting us for refunds or returns, please provide:

• Order number and order date
• Customer name and contact information
• Detailed description of the issue
• Clear photographs of any defects or damage
• Preferred refund method and account details
• Return shipping address (if applicable)

13. Policy Updates

This Refund and Cancellation Policy may be updated periodically to reflect changes in our business practices or legal requirements. Customers will be notified of significant changes through:

• Email notifications to registered customers
• Website announcements
• Social media updates
• Direct communication for active orders

14. Governing Law

This Refund and Cancellation Policy is governed by the laws of India. Any disputes arising from refund or cancellation matters will be subject to the jurisdiction of courts in Hanumangarh, Rajasthan.

15. Final Notes

We value every customer and strive to resolve all issues fairly and promptly. Our goal is to ensure that you are completely satisfied with your Ganpati sculpture purchase. If you have any questions about this policy or need clarification on any points, please don't hesitate to contact us.

Remember, each sculpture is a work of art created with devotion and traditional craftsmanship. We appreciate your understanding of the unique nature of our handcrafted products.